Refund policy

 Refund & Return Policy


1. Custom & Personalized Items

Because our products are custom-made to your specific requirements (names, dates, colors, and materials), we generally do not accept returns or exchanges for "change of mind" once production has begun. However, your purchase is fully protected by our Quality Guarantee below.

2. Quality Guarantee (Damaged or Defective Items)

We stand behind the quality of our work. If your order arrives damaged, broken, or contains a manufacturing error(e.g., wrong text or color different from the approved proof), we will make it right immediately.

Our Resolution Options:

  • In the case of damage or a mistake made by us, you are entitled to your choice of:
  • A Free Replacement sent via Express Shipping (at no cost to you), OR
  • A Full Refund to your original payment method.

3. Return Shipping Costs

If we determine that a return is necessary to process your refund or replacement, we will provide a pre-paid FedEx return shipping label at our expense. You will never be charged for return shipping on a damaged, defective, or incorrect order.

4. How to Report an Issue

Please inspect your order upon reception. If there is an issue, please contact us within 5 days of delivery:

  1. Email us at hello@moniquepaperart.com
  2. Include your Order Number and clear photos of the damage or error.
  3. We will respond within 24 hours to arrange your refund or replacement.

5. Order Cancellation

  • Before Proof Approval: You may cancel your order for a full refund at any time before you approve the digital proof.
  • After Proof Approval: Once the digital proof is approved, production begins immediately. Cancellations at this stage are not possible as materials have been cut.

6. Lost Packages

All orders are shipped with tracking via FedEx. If your package is marked as "lost" by the carrier, we will send a replacement immediately or issue a full refund.

7. Contact Us

If you need support or have questions about your order, please contact us:

  • Email: hello@moniquepaperart.com
  • Phone: +40 738 926 330
  • Address: Strada Măgurei 17A, Sebiș, Arad, 315700, Romania